Customer Success Manager

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At Todyl, we are on a mission to protect small and medium-sized businesses from ever-changing cyber threats. The Todyl platform fully integrates threat, risk, and compliance management to provide exceptional and affordable unified cybersecurity solutions to MSPs (Managed Service Providers) and their end customers.

We’re looking for a talented, high‑energy, collaborative individual who is seeking to be part of a dynamic customer success team, changing the way businesses around the globe are connected and protected. Todyl Customer Success Managers are responsible for developing long‑term relationships with a portfolio of clients, connecting with key business executives and stakeholders to drive their Todyl success. Customer Success Managers liaise between clients and cross‑functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.

They proactively engage with partners to ensure successful completion of their business objectives using the Todyl solution. Customer Success Managers are dedicated to adding value to partners, championing their needs with the company, and driving product usage and expansion. This role reports to the Senior Director, Customer Success and is located in our Denver office.

• Ensure incredible customer experience using Todyl and grow strong relationships across our existing customer base through proactive customer engagements, based on timing, usage, telemetry, and health scoring.
• Drive all customer interactions with a value‑add approach, first and foremost, while also growing relationships and advocating for growth opportunities.
• Follow a well‑defined methodology leveraging proactive “calls to action” and playbooks to help identify the customer's unique needs and clearly convey the value of Todyl.
• Aggressively identify and drive Customer Success Qualified Leads (CSQLs) from engagements with partners to the Account management team for expansion, upsell, and customer growth.
• Have a complete technical understanding of the Todyl product stack and act as technical advisor to customers to ensure they’re leveraging the product effectively.
• Monitor and identify usage trends to uncover renewal risks and promote greater adoption rates.
• Collaborate cross‑functionally across internal teams (Support, Product, Operations, and Sales).
• Support partners through email, phone, online presentations, screen‑share and in‑person meetings.
• Ensure the timely and successful delivery of our solutions according to client needs and objectives.
• Leverage Hub Spot for customer 360s as well and ensuring extensive documentation on all partner interactions.

Values Fit

• Extreme ownership, particularly when things go wrong or aren’t completed on time.
• Intrinsic drive for growth; self‑motivated, always learning, and focused on raising the bar for self and team.
• Strong bias for action with impact; make tough decisions quickly, measure results, and iterate with clarity to move the mission forward.
• Comfort with ambiguity and change, embrace change and uncertainty as part of startup life.
• Humility, purpose over ego to acknowledge mistakes, learn from others, and embrace feedback while putting the mission first.

Who You Are

• Passion for customer success and tech – desire to ‘grow’ your career with a top‑notch startup.
• Proven customer success management or other relevant experience.
• Experience and strong familiarity with cybersecurity concepts, technologies and trends. This can include work experience in a cybersecurity company or relevant certifications.
• Understanding of cybersecurity tools, practices and compliance standards (e.g., firewalls, VPNs, threat detection, etc.).
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C‑level.
• Experience in delivering client‑focused solutions based on customer needs.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent listening, negotiation, and presentation skills.
• Excellent verbal and…